Open the Challenge Questions screen, as described in In the Item list, select Unlock Customer.

4-26 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager Enter the users answers until he answers correctly or is locked out. 2. If the user answers the question correctly, inform the user he must register new questions online next time he logs in. 3. Verify reset questions works for user after asking challenge questions. You need to actually verify this by doing logins before and after the reset action to verify that the user is asked to register.

4.11 Enabling a Temporary Allow

To enable a temporary allow:

1. From the Cases Search page, search for an existing case for granting a temporary

allow for the customer, and if it does exist, click the case number in the results table. 2. If the case does not exist, create one for the customer.

3. Click Temporary Allow on the menu bar.

4. In the Allow list, select the desired temporary allow.

■ Single Login ■ Two Hours ■ Select End Date If you select Select End Date, click the calendar icon and click the end date you want. ■ Cancel If you want to terminate an active allow for a customer, select Cancel to remove it

5. In the Notes list, select the type of note you want.

6. Edit the note to add information about the action you are taking. For example, you can add notes about the actions taken and that the customer is on his trip for three months and should receive an exception for that time.

7. Click Submit.

Temporary Allow Example Rita is blocked user and cannot login to bank account and is on vacation in Mexico. She needs to login in next 2 hours to transfer some money to her account since her mortgage payment is coming up. She calls Carl CSR and requests to let her login for next 2 hours only. Carl performs these steps: 1. Carl searches for Ritas logins and asks her when she logged in last time and from where. 2. He crosschecks that information with session data that he sees. 3. Carl creates a case for Rita. 4. He opens that case and creates a temporary allow for Rita for 2 hours.